Senior Service Delivery Coordinator

The Missing Link; Sydney; Hybrid; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid working flexibility

Career growth opportunities

Supportive, inclusive culture

Job summary

The Missing Link is seeking a proactive Service Delivery Coordinator for our GSOC team in a dynamic, hybrid role. You’ll be a key contact between clients, internal teams and partners, driving service excellence and operational efficiency in managed security services.

Your responsibilities include managing client relationships, coordinating incidents and changes (ITIL-aligned), producing monthly service reports with SLA metrics, and supporting improvements across the GSOC.

Qualifications

• 2–3+ years in service delivery or service management.
• ITIL v4 Foundation certified (or working towards).
• Strong communication and stakeholder engagement.
• Highly organised with excellent time management.
• Thrive in a fast-paced, collaborative environment.
• Proactive, detail-oriented, and solutions-focused.

Responsibilities

• Manage client relationships and ensure high-quality service delivery.
• Coordinate incidents, escalations, problems, and changes (ITIL-aligned).
• Produce monthly service reports, including SLA and performance metrics.
• Lead and support internal improvement and automation initiatives.
• Facilitate service review and business review meetings.
• Coordinate resourcing and service requests across GSOC.
• Provide administrative support including service boards, billing, and documentation.

Skills

2–3 years service delivery

ITIL v4 Foundation

Communication skills

Time management

Stakeholder engagement

Job description

About The Missing Link

We are The Missing Link, one of Australia’s most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we have helped businesses succeed with cutting-edge Cyber Security, IT & Cloud, and Automation solutions. With 200+ team members and a culture built on inclusion, innovation and impact, we offer a workplace where you are valued, challenged, and supported to grow.

Our Global Security Operations Centre (GSOC) spans multiple specialist focus areas, including threat detection (Watcher), threat hunting (Hunter), incident response (Responder), engineering (Defender), and service delivery to ensure our clients receive world-class protection and support.

We are THE MISSING LINK between where you are and where you want to be.

The Role

We’re looking for a proactive and customer-focused Service Delivery Coordinator to join our GSOC team.

This is a dynamic, hybrid role where you’ll act as a key point of contact between clients, internal teams, and partners ensuring the seamless delivery of managed security services. You will play a critical role in driving service excellence while supporting operational efficiency across the team.

Key Responsibilities

• Manage client relationships and ensure high-quality service delivery
• Coordinate incidents, escalations, problems, and changes (ITIL-aligned)
• Produce monthly service reports, including SLA and performance metrics
• Lead and support internal improvement and automation initiatives
• Facilitate service review and business review meetings
• Coordinate resourcing and service requests across GSOC
• Provide administrative support including service boards, billing, and documentation

Essential

• 2–3+ years’ experience in service delivery or service management
• ITIL v4 Foundation certified (or working towards it)
• Strong communication skills and stakeholder engagement ability
• Highly organised with excellent time management
• Thrive in a fast-paced, collaborative environment
• Proactive, detail-oriented, and solutions-focused

Nice to Have

• Experience in cyber security or IT services environments
• Exposure to enterprise clients and managed services
• Familiarity with leading security technologies or vendors
• Relevant certifications (e.g. CompTIA Network+, Security+ or vendor certs)
• Experience in customer success or agile project environments

Great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.

Here are some of the best bits about working at The Missing Link:

• Join one of Australia’s most awarded IT and cyber security businesses
• Be part of a rapidly growing, high-impact security division
• Work alongside industry experts across Blue Team, Red Team, and Engineering
• Genuine career growth and development opportunities
• Supportive, inclusive culture with a strong focus on teamwork and recognition
• Hybrid working flexibility